Automating Technical Support at ISPs Using AI Agents and TR-369 (USP)#

Jaris Aizprúa Barrios (no affiliation listed in the program)

• Why: Not a DC/cloud-native/security/identity talk, but a concrete signal of where network operations is heading: LLM agents with real device-telemetry authority autonomously resolving L1 support — and a preview of exactly the "how much authority do autonomous agents get over infrastructure" question the PM tracks on the agentic-identity side.
• What: An architecture plus demo pairing TR-369/USP (Broadband Forum's User Services Platform — bidirectional, TLS/mTLS-secured CPE management with continuous push telemetry and MQTT/WebSockets/STOMP transports, succeeding TR-069/CWMP) with LLM agents: an n8n-orchestrated agent that reads live CPE state and resolves the 60–70% of L1 tickets that are repetitive (no signal ~25%, forgotten WiFi password ~18%, speed complaints ~15%), answering from the ISP's own documentation via RAG instead of hallucinating.
• How: LLM selection with cost framing (Gemini 2.5 Flash ~$0.75/1M tokens, GPT-4o mini, Claude Haiku 3, or Gemma 4 fully on-prem via Ollama/vLLM for data sovereignty); RAG over equipment manuals and internal procedures; n8n/Make/Zapier automation glue; TR-369 provides ground-truth telemetry (signal levels, reboots, push alerts) so the agent acts on measured device state rather than customer description.
• Where applicable: Consumer ISPs with managed CPE fleets; requires TR-369-capable CPEs and a USP controller (ecosystem adoption still growing; large TR-069 fleets need migration). The agentic-ops pattern — autonomous agents combining device control, retrieval, and action — generalizes well beyond support desks.